For an investment services client, every year since 2007 we have created an updated index of different types of internal communication results. The concept behind the index is that there are multiple types of metrics measured in different ways that all can be converted to a numerical number of points so they can be combined into a single overall score. A perfect score would be 100 points; an average score would be 50. For survey measures, if the client scored at about the average for our data base, that element would half the available points. If their score matches the highest one in our database for that element they get the maximum number of points. For online usage metrics, the scale is changed to make comparisons based on the past year’s usage numbers. For other metrics, other unique scales are created. The end result is a single table that shows how many points were earned in each category and the total overall score.
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